TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite


This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a good product.”


The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g.


The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

About This Data

This data was sourced directly from verified users of Calabrio ONE by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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